Head of Service Support & Transformation
$150,000–$200,000 year
On-site · New York City, New York, United States or Las Vegas, Nevada, United States
Job Summary
The Head of Service Support & Transformation will lead a critical strategic portfolio in North America, with accountability for customer experience, service excellence, and operational transformation initiatives. Responsibilities include developing high-performing teams, driving member experience improvements through data and service metrics, and implementing process improvements and automation. The role requires a minimum of 8 years in customer experience or service operations and a proven track record in transformation initiatives. Strong analytical, leadership, and cross-functional collaboration skills are essential.
Required Qualifications
- Minimum 8 years of progressive experience in customer experience, service operations, quality management, or transformation leadership roles
- Minimum 3 years of senior leadership experience managing multidisciplinary teams in high-touch service environments
- Proven track record leading service excellence programs for mass affluent and/or high-net-worth client segments
- Demonstrated success implementing large-scale transformation initiatives with measurable business impact
- Strong change leadership and experience driving process improvement using Lean, Six Sigma, and Agile
- Advanced analytical skills with the ability to translate data into actionable insights and recommendations
- Excellent stakeholder management, influencing, and cross-functional collaboration skills, including engaging senior leaders
- Fluent in English
Desired Qualifications
- Knowledge of luxury service, concierge, or premium financial services industries
- Experience with data visualization platforms such as Tableau and Power BI
Additional Requirements
- Ten works with a small preferred supplier list of recruitment agencies only. Not accepting any further recruitment agencies at this time.
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